Quality Assurance Coordinator
| Company | Global Lending Services |
|---|---|
| Location | Greenville, SC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- A minimum of a High School diploma or equivalent required.
- Strong interpersonal skills with the ability to professionally interact with various internal and external key stakeholders.
- Excellent oral and written communication skills.
- Ability to adapt and demonstrate flexibility and team commitment in a fast-paced environment.
- Excellent organizational skills with high attention to detail and demonstrated ability to effectively manage multiple priorities.
- Demonstrated proficiency in using quality assurance software/tools and an ability to quickly learn GLS systems/platforms.
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office.
- Commitment to exemplifying the organizational core values and key competencies.
Responsibilities
- Listen to recorded customer interactions to confirm compliance with company standards, scripts, policies, and regulatory requirements.
- Perform a thorough review of documents or correspondence and assess the accuracy and overall quality in accordance with company standards, scripts, policies, and regulatory requirements.
- Review and assess the quality of customer interactions and overall customer experience.
- Ensure documents are mapped accurately to the appropriate location and correct documents are used for the circumstance.
- Compile quality metrics and data from reviews to support the identification of trends, patterns, and areas for improvement.
- Identify inconsistencies and/or deviations from the standard procedures, call scripts, and protocols and provide a feedback summary to operational leaders.
- Maintain records of all quality assurance activities, including review results and feedback provided.
- Provide reports on completed reviews to the QA Supervisor, escalating critical compliance violations when necessary.
- Collaborate with QA Supervisor to develop strategies to enhance the overall review process.
- Participate in special projects as needed, and perform additional assignments as required by the needs of the company or as directed by management.
Preferred Qualifications
-
No preferred qualifications provided.